CCM Archives - CoTé Software and Solutions

ClearView partners with CoTé for best practice CCM solution

By | CCM, Customer Communication Management, Digital Customer Engagement, Digital Transformation, virsaic | No Comments

ClearView partners with CoTé, a leading Digital Customer Engagement Solutions Provider, to implement a best practice customer communications and experience management solution.

Challenges

Solutions

Results

·       To optimise operations and
achieve process and cost efficiencies

·       Multiple systems and processes to communicate with customers

·       Compliance and operational risk because of disparate processes

·       Inconsistent adviser and customer experiences

·       Transformation, rationalisation and digitisation of business processes

·       Implementation of the virsaic platform as a service end-to-end customer communication management solution for Life products

·       Cloud based platform that will enable ClearView to orchestrate all their customer correspondence in one system over time

·       Efficient, streamlined fully auditable business process automation

·       A best practice, enterprise CCM capability providing a single solution for Life products correspondence, centralised content and management, an APRA compliant document archive and multi-channel distribution

·       Digitally enabled and improved   customer experience

·       Foundation for future integration of Life and Wealth products correspondence

Background

In 2014, as part of a broader strategic asset review across the ClearView business to support future enablement, it was recognised that a transformation of ClearView’s information management practices and customer engagement capability was an urgent requirement.
The business was operationally inefficient and cost and commercial risk intensive. An independent assessment was launched and key recommendations proposed to support the development of a best practice information management future state, including options on how best to manage adviser and customer correspondence.

The Challenge

ClearView’s customer communication management function was problematic. It lacked consistency, data originated from multiple source systems and a mix of manual intensive business processes existed alongside multiple out-sourced distribution management capabilities.
A decision was made to implement a best practice CCM solution that would deliver a consistent, scalable, agnostic and integrated enterprise capability.

The Solution

ClearView engaged CoTé, one of Australia’s leading providers of digital customer engagement and information management solutions, to configure an enterprise fit-for-purpose, end-to-end CCM solution using their virsaic™ software as a service platform to future enable ClearView’s strategy. The first stage of this would focus on life insurance products and this solution was implemented in parallel with a broader business and technology transformation across the ClearView business.

The Results

ClearView, together with CoTé, have helped their staff and advisers to efficiently and effectively engage their customers into the future with a technology solution that allows them to be responsive, pro-active and customer-centric.

The solution has delivered an easy-to-use, self-serve APRA compliant business process configuration with a real-time ability to digitally create, manage and distribute content and communications across web, email, SMS, print and mail. Staff are able to securely access a centralised common view of information on-demand to meet customer servicing requirements.

ClearView and CoTé jointly continue to invest in the solution to maximise on-going value for advisers and customers as it is rolled out across other products within the business.

The ease of integration with other enterprise applications will also enable the streamlining of use and access for staff, advisers and customers.

virsaic screens

 

 

 

NTI plus virsaic

Building a Formidable Digital Future Together

By | CCM, Digital Transformation, virsaic | No Comments

National Transport Insurance chooses virsaic™

 

Building a Formidable Digital Future Together

NTI, a leading specialised Australian Insurer, chooses virsaic™, Australia’s foremost digital customer engagement cloud platform, to deliver optimal customer experience through seamless integration.

 

“Engaging CoTé to implement virsaic™ Integrate has provided NTI with the ability to modernise its customer communications.  As a valued partner, CoTé provides a new level of customer engagement capability and expertise, allowing NTI to concentrate on the things we do best.

The virsaic™ platform has been integrated into NTI’s core insurance system and facilitates seamless communications for our customers and partners”

Marcus Sweeney, Chief Information Officer – NTI

 

Background

As part of NTI’s broader strategy, a commitment was made to transform customer communication operating processes in order to deliver key strategic objectives and improve overall efficiencies. CoTé Software & Solutions (CoTé) was appointed as the Solutions Partner of Choice to assist NTI in delivering the required outcomes.

The Solution

An Advisory led solution, coupling deep knowledge and expertise to re-engineer NTI’s customer communication templates/user experience and the configuration of a virsaic™ ‘Integrate’ instance, allowed NTI to transform their customer communications capability in readiness for taking critical new products to market in a matter of weeks.

The solution delivered:

  • A best practice, contemporary customer communications template set to support NTI’s evolving customer experience expectations
  • Responsive real time digital design functionality to support true Omni channel communications
  • APRA/ASIC compliant track, trace, analysis, and auditability of communications across all channels
  • Digital Android / IOS wallet integration for Membership card delivery
Digital Wallet Integration example

Digital Wallet Integration example

About NTI

Backed by over 45 years’ experience, and a reputation as Australia’s market leader in heavy commercial motor insurance, NTI is committed to pioneering ways to keep its customers moving forward.

Today, the NTI brand portfolio has evolved to include Yellow Cover – insurance for mobile plant and equipment, Truck Assist – specialised roadside assistance and most recently Marine Protect – Australia’s largest marine insurance offering.

About CoTé Software and Solutions

CoTé is the premier independent partner of choice in Digital Customer Engagement, leveraging the best talent and smart technology to enable our customers to disrupt their markets.

CoTé has developed and built in Australia a locally Azure/AWS hosted world class end-to-end customer engagement cloud platform, virsaic™, that enables business users to seamlessly deliver great experiences for their customers.

Virsaic™ connects the dots across all customer interactions from Onboarding Forms through to Customer Communications Management, Workflow, Archive and Distribution Management.

 

 

Women looking at Mobile Device

Superannuation Changes – Keeping you in the Loop

By | CCM, Customer Engagement, Customer Experience, Superannuation | No Comments

On the 1st of July, Super Funds in Australia will be delivering a raft of changes outlined by the Australian Taxation Office (https://www.ato.gov.au/Individuals/Super/Super-changes/). These changes will affect nearly every individual so it’s important that you’re aware of them and what implications they might have for your future.

How has your Super Fund communicated these changes to you? Do you understand them? Most importantly – was the information you were given relevant to your personal circumstances?

For many of you the answer is probably no. Even if you were provided the necessary information, chances are it was not communicated well, or in a manner that was clear and specific to your individual circumstances. Before you rush out and blame your fund, be aware that the real culprit is most likely to be the legacy software they are running.

Imagine if they had a platform that could message, notify, email or mail changes relevant to you based on your personal information or circumstances. Wouldn’t this be better than having to read through an overwhelming amount of information that’s not relevant to you? Not only would it save you time, tailored information could help you make more informed decisions about your super and your future.

Sure, your super fund could argue that they have to send you everything but wouldn’t it be better if the information you did receive were summarised so it was relevant to you?

Most super funds will be doing a general update to their website hoping that their members log on and read. The funds will also make multiple IT changes to their CCM and campaign management platforms in the future, so that they can report on how the changes will, or have, impacted you.

Only CoTé’s Virsaic™ platform;

  • Enables Super funds to make those changes on the fly, providing a better customer experience as it communicates the necessary information to you through your channel of choice.
  • Allows you to make those changes to communications without complex IT resourcing and scheduling whilst managing the changes across all assets with a full audit trail.
  • Enables you to deliver relevant personalised communications to the channel of choice providing a better member experience.
  • Is designed for the Australian market, APRA and ASIC compliant and hosted in the Azure cloud in Australia.

Super Funds – what are you waiting for? Meet your reporting obligations and give your customers what they are looking for with CoTe’s Virsaic™ platform.

www.virsaic.com.au

Superannuation image

The Importance of Customer Experience in the Superannuation Industry

By | Changing Technology, Customer Experience, Digital Customer Engagement, Superannuation | No Comments

The superannuation industry is a highly competitive one and it’s important to differentiate yourself from your competitors if you’re going to keep customers and bring in new business at the same time.

This can be challenging when you’re already trying to keep up with regulatory changes, against increased competition from other financial and banking institutions and the challenges of new technology. How do you find the time to market yourself and take care of your customers’ needs amongst everything else?

One area that is often overlooked by organisations is customer experience. Building a brand that excels in customer experience is one of the best and most effective ways to drive customer retention and brand loyalty, which will in turn grow your super fund.

Churn rates are often high in the superannuation industry and this is why it’s so important to focus on providing an excellent customer experience. If you can keep your existing customers, you can build a solid base to act as a platform for future growth and expansion.

A few tips to help you create a great customer experience

Here are a few suggestions to help you create a great experience for your customers by meeting and exceeding their expectations:

  • Integrate your digital platforms to provide a seamless experience across different channels and devices. Customers want to be able to use their tablet, mobile and desktop computer to manage their account. By providing them with systems that enable them to do this, and switch between devices in the process, you’ll be providing them with a fantastic experience they won’t easily give up.
  • Responsive customer service. Whatever platform your customers use to get in touch with you, make sure you are there and respond quickly and effectively to their requests or comments. When they see that you are invested in providing them with a good quality of experience this will go a long way to gaining their trust and loyalty.
  • Provide your customers with relevant information. Giving your customers up to date information that’s useful to them is a great way to differentiate yourself and build long lasting relationships with them.

While it does take some effort and time to create a great customer experience it’s well worth your while if you want to build a strong base of customers and truly differentiate your superannuation fund from the rest.

Want to learn more about creating a great customer experience for your fund members? Download our full e-book today.

How to Boost Customer Engagement Through Multiple Channels

By | CCM, CRM, Customer Communication Management, Customer Engagement, Uncategorized | No Comments

When it comes to communicating effectively with your customers, consistency is absolutely crucial. Consistency breeds trust and it also helps you develop a strong brand identity. Customers are more likely to engage with an organisation that they trust and feel confident in. On the other hand, inconsistent brand messaging and communication are likely to have the opposite effect and can even drive customers away from your business.

Increasingly, customers are engaging with organisations through multiple channels, from email to social media to a mobile app. They may switch between different channels and they want to access their details, process transactions and interact with your business at all times and from anywhere they might happen to be.

According to mynewsdesk.com, today’s customers expect to be able to retrieve their information and have a consistent experience across all these different platforms and this expectation is only going to grow in the future.

Customer experience has never been more important than it is today and this means you need to be able to deliver your customers the right message whenever they come into contact with your business. Due to the range of choice that today’s customers enjoy, if your organisation isn’t delivering the great experience people expect, they are likely to leave and just go elsewhere.

Fortunately we also live in a time where we have the technology and the means to provide a consistent customer experience and it doesn’t have to be too difficult or time consuming. Purpose designed CRM and CCM platforms allow you to deliver a multi channel experience by gathering data from customers and tracking their information across different channels, allowing for a more integrated experience.

All this data is then easily retrieved from any device, by call centre or customer service staff when communicating with a customer, or via the customer themselves from their mobile, laptop or tablet. This guarantees a consistent, unified message is delivered across all platforms.

Using the right automated communication management solution, organisations can track and capture all the data they need regarding customer engagement across the different channels. Many automated CCM platforms automatically update customer information and activities in internal systems and automate personalised follow up communications that are relevant to each individual customer.

Multi channel communication is the foundation of any great customer experience. By using the power of data and automating your communication processes you can save costs and provide your customers with a better experience that’s tailored to their individual needs across multiple channels.